Experience

WYTHE COUNTY PUBLIC SCHOOLS
• United States
• Medical Practices
• 1 - 100 Employee
• Substitute Teacher

  • Feb 2021 - Present


CGI Federal

• United States
• 1 - 100 Employee

• Call Center Specialist

  • Oct 2014 - Jul 2015

  Assist employers and Group Health Plans via telephone, written correspondence and fax, to respond to routine inquiries and resolve concerns. Determine the nature of phone calls, appeals, and correspondence follow Standard Operating Procedures (SOPs) to achieve call/case resolution. Maintain complete accurate documentation of all customer interactions. Research case information using internal technical tools in response to inquiries including but not limited to, authorizations, payments, defenses and appeals. Provide accurate and timely responses to queries. Escalate queries that are not routine or have special circumstances to supervisors in alignment with prescribed processes. Show less



Webhead Technologies (Contractor)

• Open Payments Help Desk

  • Apr 2014 - Sep 2014

  Promptly and accurately answer incoming calls and ensure they are handled completely and professionally. Properly document each call and provide resolution within 24 hours. Escalate calls to Tier 2 as needed. Interact with all team levels and communicate, maintain and update changes in current procedures and material that is used to train new and existing personnel. Ensure the material reflects the current procedures and are updated if and when they change Ensure all procedural changes or modifications are appropriately documented. Proactively identify opportunities to improve upon existing process flows. Produce reports on status of current cases upon request. Show less



Pace

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Technical Support

  • Jan 2012 - Apr 2014

  Support for AT&T U- Verse members, assisting in connecting and activating all three Services IpTv, CVoip, and High Speed Internet. Offer Technical support on issues related to supported software and hardware devices. Schedule dispatches to premises as needed to correct issues that cannot be corrected over the phone. Discuss and explain concerns with Billing. Upgrade or Downgrade accounts as requested by member. Also assist other agents to resolve their calls. Support for AT&T U- Verse members, assisting in connecting and activating all three Services IpTv, CVoip, and High Speed Internet. Offer Technical support on issues related to supported software and hardware devices. Schedule dispatches to premises as needed to correct issues that cannot be corrected over the phone. Discuss and explain concerns with Billing. Upgrade or Downgrade accounts as requested by member. Also assist other agents to resolve their calls.



Volt

• United Kingdom
• Design
• 1 - 100 Employee

• Technical Support

  • Jan 2011 - Jan 2012

  Support for AT&T U- Verse members, assisting in connecting and activating all three Services IpTv, CVoip, and High Speed Internet. Offer Technical support on issues related to supported software and hardware devices. Schedule dispatches to premises as needed to correct issues that cannot be corrected over the phone. Discuss and explain concerns with Billing. Upgrade or Downgrade accounts as requested by member. Also assist other agents to resolve their calls. Contract position, Converted to Pace in January of 2012 Show less



West Telemarketing

• Telecommunications
• 1 - 100 Employee

• Bank of America Short Sales Customer Care

  • May 2010 - Jan 2011

  Respond promptly to customers inquiring about the Short Sale process and help initiate Sales. Handle and resolve customer complaints quickly and as efficiently as possible. Obtain and evaluate all relevant information to handle any inquires and complaints. Make accurate details of all inquiries as well as the actions taken. Coordinate with internal departments as needed to insure the satisfaction of each customer. Respond promptly to customers inquiring about the Short Sale process and help initiate Sales. Handle and resolve customer complaints quickly and as efficiently as possible. Obtain and evaluate all relevant information to handle any inquires and complaints. Make accurate details of all inquiries as well as the actions taken. Coordinate with internal departments as needed to insure the satisfaction of each customer.



Wal-Mart

• United States
• Financial Services

• Cashier

  • Oct 2008 - May 2010

  Operate cash register equipment quickly and accurately process Customer transactions while following Company procedures, including those related to coupon redemption, state benefits program, and age-restricted items. Maintain appropriate cash levels in register drawers and appropriate supplies at the register area. Deactivate security devices on merchandise and bag items appropriately. Verify proper identification from customers purchasing age-restricted items. Communicates and responds effectively to customers to answer questions, locate merchandise, and provide requested assistance and greets everyone by name when possible. Ensure a safe and clean environment by maintaining safety standards, performing maintenance, and cleaning as required. Show less



Nix Private Care Inc

• United States
• Hospitals and Health Care

• On Call Scheduler

  • Feb 2008 - Oct 2008

  Assisted Clients in scheduling Home Health Care Aides. Assisted Clients in scheduling Home Health Care Aides.



C

• Netherlands
• E-learning

• Catalog Sales Associate

  • Oct 2007 - Feb 2008

  Responsible for: accurately answering customer questions and keying customer orders utilizing effective probing and listening skills to maximize cross-selling of merchandise, credit cards, and customer loyalty clubs and delivering an exceptional customer experience on every call. Responsible for: accurately answering customer questions and keying customer orders utilizing effective probing and listening skills to maximize cross-selling of merchandise, credit cards, and customer loyalty clubs and delivering an exceptional customer experience on every call.

• Earthlink Technical Support and Customer Service

  • Jan 2005 - Jan 2007

  Receive, screen & distribute incoming phone calls. Offer advanced problem resolution to Dialup, DSL, Cable and Satellite users with their connection, email, and or billing issues. Assisted in the training of new hires. Receive, screen & distribute incoming phone calls. Offer advanced problem resolution to Dialup, DSL, Cable and Satellite users with their connection, email, and or billing issues. Assisted in the training of new hires.

• Customer Service and Sales

  • May 2001 - Apr 2003

  Respond to orders, general customer inquiries, billing questions and customer complaints. Identify, research, and resolve customers' issues using the computer system. Followed up on issues not immediately resolved Respond to orders, general customer inquiries, billing questions and customer complaints. Identify, research, and resolve customers' issues using the computer system. Followed up on issues not immediately resolved